Apache Access

Priority Levels

Normal Business Hours (Monday-Friday, 8am-5pm)

Initial contact with the Helpdesk is coordinated through the First Level Support (FLS) team. FLS is staffed by helpdesk technicians trained for 1st level application and hardware support. Support to customers requiring onsite assistance as well as second level support are handled by the Technical Services team and other teams within the Information Technology department.

Priority Level

Description

Response Time

Communication w/ Customer

Priority 1

Critical

1 hour

Every 4 hours

Priority 2

High

4 hours

Daily

Priority 3

Standard

8 hours

Every 3 days

Priority 4

Scheduled or Low

3 days

Weekly

Priority 5

Project

2 days

Bi-monthly

Response time commitments do not promise a complete resolution within the stated time frames. Rather, the time commitment is meant to indicate the maximum time interval in which the customer will be contacted by either the technician assigned to the ticket, or by the assigned department’s manager to initiate support activities. Every effort will be made to immediately respond to and resolve all Priority One calls.

Priority Descriptions ~ Business Hours Response Time

Priority 1: CriticalResponse Time: 1 hourCommunication: Every 4 hoursA problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer.

Priority 2: HighResponse Time: 4 hoursCommunication: DailyNon critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.

Priority 3: StandardResponse Time: 8 hoursCommunication: Every 3 daysRoutine support requests that impact a single user or non-critical software or hardware error.

Priority 4: Scheduled or LowResponse Time: 3 Business DaysCommunication: WeeklyScheduled: Work that has been scheduled in advance with the customer.Low: A minor service issue or general inquiry.

Priority 5: ProjectResponse Time: 2 Business Days (Management Initiated)Communication: Bi-monthlyA long term project or service request with no specific expectations on response time.

Priority Definitions

Calls that are made to the Helpdesk are prioritized based on the nature, severity and time of the call. The following definitions have been developed in order to service the Tyler Junior College community in the most efficient manner possible.

Priority 1: A problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer. When a Priority 1 situation occurs, it is of vital importance that we have a clear understanding of the severity of the issue and that the proper IT personnel are contacted immediately so that the necessary resources can be applied to resolve the issue. In addition, the customer(s) must be kept informed as to the progress of the situation.Examples: (but not limited to):

Critical network server is down.

Entire computer lab is down

A portion of the network is down (connectivity lost).

Administrative application/system down.

E-mail not routing or down

Campus Internet connection is lost or slows enough to drop connections.

Designated key users impacted by issues.

Priority 2: Non critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported IT services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.Examples: (but not limited to):

Individual computer problems in computer labs

Setting up new user accounts which have been properly submitted.

Single user unable to use other workstations to remain productive.

Printing issues for multiple users.

Locked or restricted staff or faculty user accounts.

Priority 3: Routine support requests that impact a single user or non-critical software or hardware issue.Examples: (but not limited to):

Single user may be able to use other workstations to remain productive.

Printing issues for single users.

User productivity affected but not completely halted.

Frequently used software corrupted and needing re-installation.

Software/Hardware installations, upgrade, etc.

Priority 4: A minor service issue or general inquiry.Examples: (but not limited to):

Intermittent problems with workstation but user still able to remain productive.

Non-critical tutorial questions.

User productivity may be slightly affected but never completely halted.

User requesting assistance with copying or moving of non-critical files.

Technical consultations for pending purchases.

Priority 5: A long term project or service request with no specific expectations on response time. Priority 5 issues will be resolved based on scope, timeline, and other competing Priority 5 calls.

Tyler Junior College gives equal consideration to all applicants for admission, employment and participation in its programs and activities without regard to race, creed, color, national origin, gender, age, marital status, disability, veteran status or limited English proficiency (LEP). Tyler Junior College respects the legal rights of each person to work and learn in an environment that is free from unlawful sexual discrimination including sexual harassment and sexual violence.